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    Nico Magbiray
    Innovator ✨
    Nico MagbirayInnovator ✨

    Allow Fin to "Loop Back" or Return to Previous Workflow NodesSubmitted

    Hello Intercom Community!I’ve been building complex automated shops using Fin and Workflows, and I’ve noticed a significant limitation in the current "Let Fin handle" node. Once a user is inside the Fin flow, it often feels like a "dead end" for automation. Currently, Fin can only resolve the chat or escalate to a teammate.The Problem: There is currently no built-in way for Fin to guide users back to previous paths or nodes within the same conversation flow once the AI is active. For example, if a user finishes browsing product details with Fin but wants to go back to the main menu buttons to start a different process, they are stuck unless a human intervenes.The Proposed Feature: "Automation Loop-Back" I would love to see an option within Fin's guidance or node settings that allows for a "Start Over" or "Go Back" trigger.Key Functionality: A specific command in Fin's guidance (e.g., "If the user wants to start over, hand back to [Node Name]") that re-triggers a previous part of the workflow.Why it matters: This would make Fin truly modular. It would allow us to build "circular" experiences where users can bounce between AI-powered information gathering and structured, robot-led data collection (like order forms) without the conversation feeling broken.Current Workaround (The Tip): Until this is a native feature, I’ve found that the best "fix" is to use Handover Paths connected to Reusable Workflows. By forcing Fin to "Hand over" after a specific intent, you can land the user back into a fresh workflow node that presents the menu again.Has anyone else found a better way to let users "navigate" backward while talking to Fin?I’d love to hear your thoughts!

    0
    Nico Magbiray
    Innovator ✨
    8 months ago
    Shanna AndersonNew Participant

    Allow merge of two leadsSubmitted

    Our database is not linked to Intercom and we cannot upload a list of users because we deal with PHI so need to limit contact information to those we correspond with, so ALL contacts are leads. We have many, many duplicate leads and need to be able to merge them so all of their conversations (phone, emails, tickets, etc) are together. 

    0
    8 months ago
    Shanna AndersonNew Participant

    Ability to change lead to user manuallySubmitted

    The problem is two fold, this ticket focuses on the second point below:Intercom only allows the merge of duplicate leads into users (which will get it’s own ticket) Currently a lead is only changed to a user if the system detects an account has been created, or if we import a list of users. We do not currently have our database linked to Intercom and deal with PHI so it is important we keep data sharing to as needed, so importing a full list isn’t ideal.We should be able to manually change leads to users so that we can then merge duplicate leads into the matching user. 

    0
    8 months ago
    NataliNew Participant

    a "Past month" option added to the date range dropdown for reports.Submitted

     Very often, mostly, we need to check report for the previous month, and so every time need manually select it from the date rangePlease, add Past month option to the date range in drop down menu for reports 

    0
    8 months ago
    Joanna MooreNew Participant

    Customizable reports for Help Centre articlesSubmitted

    Im looking to understand the performance and utilization of help centre article so i can understand how they’re performing. Also to be able to segment views by the customer data I’m flowing into Intercom. Therefore, similar to how we’re able to create customizable reports to review Conversation and Ticket data, I’d also like to be able to review Article data in this way. The Legacy report is a starting point but doesn’t have enough customization or filter options to make it valuable to understand how well the information is being utilized by the intended audience/s.

    2
    8 months ago
    David SoNew Participant

    Improved Article ReportingSubmitted

    It would be great to see some reporting improvements for articles. Article view by language. We are now supporting 7 additional languages in our Knowledge Base. It would be helpful to measure the success of these articles by seeing how many users are viewing the articles in French or Italian, etc.  Article views by customer. Perhaps this exists already but I can’t find a way to see the number of views by customers to see if an article is being utilized to help customers that are writing in with specific problems. 

    0
    8 months ago
    Edwin AstafanusNew Participant

    Inbox Color CodingSubmitted

    Would be great to be able to color code inbox by statuses, so you can quickly view an inbox and see the status of all items.

    0
    8 months ago
    Johanna LefayNew Participant

    Using a single macro for different languagesSubmitted

    As can propose Zendesk, it would be more efficient and easier to organize the macros, if we were able to create a single macro, for different languages. 

    0
    8 months ago
    GeorgeHSNew Participant

    Set permanent custom snooze timesSubmitted

    I want to be able to quickly snooze conversations as I respond, but 1 day is too short, and a week too long. I would like to be able to set up for my user profile so that I can choose my default snooze times available in the send and snooze menu. 

    0
    8 months ago
    Hebe LowenNew Participant

    Improvements needed to Help Centre searchSubmitted

    Please can some improvements be made to the Help Centre’s search functionality? Currently it isn’t really up to industry standard and is providing a poor user experience• It doesn’t pick on synonyms/different terminology - so without keyword-stuffing (which is bad practice and poor UX), content gets missed. Already raised by someone else here, here and here a year ago and still an issue - especially when it comes to typos, Fin can detect these so the HC should be able to as well. Some typos appear to be accounted for but not all - we should be able to customise this.• Similarly, if we have a standardised/approved way of spelling/styling a term, this is the only one we use within our content for consistency - however users might spell it differently. Their spelling is valid (and not a typo necessarily) but doesn’t match our brand-approved spelling, and so articles don’t surface for them. Eg. “multisite”, “multi-site”, “multi site” are all grammatically appropriate, but we only use the hyphenated one according to our brand guidelines - if a user searches “multisite”, the articles don’t show in the search results • There is no way to filter (eg. by topic, region) - much of our content is regionalised, but there’s no way to distinguish this without using the article descriptions which aren’t always visible in search results (as it previews the section where the keyword appears). Users have to open and check the description to know if it’s relevant, which is a huge time-waster. Users should be able to find which responses are relevant to them, just like Fin regionalises if you use audiences.• Certain articles need to be visible in collections for visibility (and therefore can’t be “unlisted”) but are not applicable in searches, and are taking up space in those searches, stopping more relevant content coming to the top. For example our historic release notes currently live in the Help Centre for visibility, but entries from 2018 shouldn’t be surfaced in searchesPossible solutions• Transparent keywords (as suggested here) to indicate topics covered in an article without needing to include in copy • Tags to achieve the same as above but also allow for filtering (eg. search only articles relevant to AU users, or only articles on a particular topic)•  Toggle to exclude from searches (similar to the toggle to exclude from suggested articles) - would ensure they don’t clog up search results, without having to hide from the Help Centre

    0
    8 months ago
    joaocNew Participant

    Search API support for exact string matching with special charactersSubmitted

    Currently, the Intercom API's conversation search for source.body tokenizes content, preventing exact string matches when special characters (like hyphens) are present. For example, searching "trf-wsvz7k-cnitnn" fails, while "wsvz7k" works, because hyphens act as separators.This limits precise conversation lookup using unique identifiers or phrases with special characters.We request a feature enabling exact string matching, including with special characters, within the source.body field of the Intercom Conversation Search API.This enhancement would significantly improve API utility and allow for more accurate and robust searches.

    1
    8 months ago
    Caroline LevisonNew Participant

    Support for llms.txt (an index of publicly available markdown files) as a content source for FinSubmitted

    Many companies are now providing llms.txt for their documentation to make it more efficient for agents to consume content. It’s an index of publicly available markdown files.  See, for example, https://cloudinary.com/documentation/llms.txt. If Fin supported this as a content source (or even just markdown files as a source) it would really help us, as the markdown files contain all code examples, and expand content that’s in collapsed sections - content that’s not accessible directly from the HTML. 

    0
    8 months ago
    Breanne ParksNew Participant

    AI Employee Tone & Style Guide TrainingSubmitted

    Ability to define and save a company style and tone guide. As employees compose messages in chat or email, provide real-time, AI-powered coaching to help align with that guide. Before reps press send, run a final check against our tone and style guides and prevent delivery if the message doesn’t meet standards, with clear guidance on what needs to be updated.

    0
    8 months ago
    Alanna ColaiacovoNew Participant

    Ability to like or dislike FIN responsesSubmitted

    It would be good to be able to like/dislike and correct fin responses in real time. There is the “improve answer” option, but I would like to directly tell fin that the answer it gave was incorrect or misleading, and course correct for future responses. If it gave a good response, I would like to indicate that somehow. I think this would help a lot with training it outside of help centre materials

    0
    8 months ago
    AnnNew Participant

    Flag customers with recurring negative feedback for smarter routingSubmitted

    Some customers show a pattern of repeated negative feedback across multiple conversations.Having this context visible at the start of a conversation could help teams handle these cases more effectively and reduce unnecessary escalations.SuggestionIt would be useful to flag customers with recurring negative CSAT and optionally use this signal in routing.For example, such conversations could be routed to more experienced agents, or shown with a visible indicator in the conversation sidebar.

    0
    8 months ago
    AnnNew Participant

    One-click copy for key user details in the conversation sidebarSubmitted

    Agents often need to copy user details from the conversation sidebar to search for an account or continue work in internal tools.Currently, this requires different interactions depending on the field (hovering or manual text selection), which adds a bit of friction to a very common action.SuggestionIt would be great to allow one-click copying for key user details.Clicking on an email, user ID, or device identifier would copy the value directly to the clipboard, without hover states or text selection.

    0
    8 months ago
    Christoffer RavnNew Participant

    Make FIN able to escalate based on multiple reports on the same issueSubmitted

    FIN AI should be able to monitor how many tickets come in in a given timeframe. If this is suddenly spiking, and especially if the same topic is mentioned in multiple tickets, then FIN AI should escalate directly to human support with high priority. Plus spark and alert. 

    0
    8 months ago
    Nathan Sudds
    Top Expert ✨
    Nathan SuddsTop Expert

    Detect AI Category / Collect Fin Attributes within WorkflowsSubmitted

    We need a feature to detect Fin attributes / ai categories even if in a Workflow or Channel (even if Fin isn’t enabled for that workflow/channel)Previously in the AI Categorization Beta there was a feature to add AI Category detection to a workflow so we had more control over when Fin set the attributes.  A few use cases that would benefit from this:  Detecting category earlier in the process so we can route conversations using categories and not wait until handover or closure, it seems that Fin doesn’t take this action early enough in some cases to route this effectively.  Detecting Spam on Email without Fin over Email being required, this was a very useful case for many clients who may not want Fin on email.  Minimizing resolution costs while still tagging attributes - this could be a lower cost for adding attributes or maybe a monthly fee for attribute tagging on non active Fin workflows? See this thread for more context as well  

    0
    Nathan Sudds
    Top Expert ✨
    8 months ago
    Nathan Sudds
    Top Expert ✨
    Nathan SuddsTop Expert

    Add ability to prompt Fin on the wording of follow up messagesSubmitted

    In working with clients, we’ve been running into scenarios where we are trying to improve the response rate and customize Fin’s wording for the end of an assumed resolution to engage the customer and improve the CX score (the client has noticed that CX score is lower if the customer doesn’t confirm the resolution).  It would be helpful to be able to prompt this in some way similar to how you can customize other areas of Fin for example in this Follow up with Inactive Customers screen.It would also be helpful to know if CX score is impacted by this and if it is, be able to A/B test this ending with a few options proposed by individual teams.   

    0
    Nathan Sudds
    Top Expert ✨
    8 months ago
    GAM MedicalNew Member

    Unificare tutti i messaggi automatici e manuali in un’unica conversazione per ogni clienteSubmitted

    Attualmente, Intercom suddivide i messaggi automatici (outbound) inviati allo stesso cliente in più conversazioni separate, senza offrire la possibilità di riunirle in un’unica vista.Questo comportamento genera un problema concreto e quotidiano, soprattutto per chi – come noi – utilizza WhatsApp come canale principale di comunicazione con i clienti/pazienti.👉 Quando un cliente risponde a un messaggio automatico, la sua risposta finisce in una conversazione separata.👉 Di conseguenza, la cronologia dei messaggi risulta frammentata, rendendo difficile: ricostruire il contesto trovare rapidamente un messaggio ricevuto avere una visione chiara e continua della relazione con il cliente Nel nostro caso (ambito sanitario), vedere la conversazione con un paziente spezzettata in più thread è particolarmente deleterio: aumenta il rischio di errori, rallenta l’operatività e peggiora l’esperienza sia per il team sia per il paziente.La richiestaChiediamo la possibilità di unire tutti i messaggi in entrata e in uscita —sia manuali sia automatici (outbound) —sotto un’unica conversazione per cliente, indipendentemente dal tipo di messaggio o dal trigger che lo ha generato.Il valore Una single source of truth per ogni cliente Migliore continuità conversazionale su WhatsApp Meno tempo perso a cercare messaggi tra conversazioni spezzate Migliore qualità del servizio e maggiore sicurezza operativa Questa funzionalità migliorerebbe in modo significativo l’esperienza di tutti i team che utilizzano Intercom per comunicazioni strutturate e ad alto volume, specialmente su canali di messaggistica come WhatsApp.

    0
    8 months ago
    Lauren GriffithsNew Participant

    Shift alignment of new conversation to the top of the screen to improve UI experienceSubmitted

    At the moment, when starting a new conversation it fills the bottom half of the screen. When on a laptop or just working from one screen, it’s incredibly annoying. Can we shift the alignment so the conversation is higher up on the page? The scroll feature does nothing except to show shortcuts. 

    0
    8 months ago
    deBridge supportNew Participant

    Add a link to the created Jira issue to the Slack notification from the “Create Jira Issue” workflowSubmitted

    Problem: Currently, the workflow creates a task in Jira and sends a notification to Slack, but the notification only contains a link to the Intercom object/conversation. This forces moderators to manually search for the created issue in Jira, which slows down work.What you need:Add a variable with a URL to the created Jira issue (or at least the issue key + a clickable link) to the Slack notification. If you can't insert it into the first message, send a second reply to the thread of the same Slack notification.Why/Value: Switch to Jira faster, less manual work, fewer copy/paste/search errors.

    0
    8 months ago
    Petra RůžičkaNew Participant

    Keep website element triggers after workflow changesSubmitted

    Quick heads-up for anyone using the “customer clicks a website element” trigger 👋Right now, if you make changes to a workflow—like renaming a chatbot or adjusting the workflow—it’s expected that you may need to re-select and re-save the trigger again.This happens because the trigger is tied to a specific website element via a CSS selector, and certain changes can break that link behind the scenes. If the element isn’t re-selected, the workflow may not fire as expected.While this is currently a known limitation (not a bug), it would be great to see an improvement here 🙏Feature request: preserve the element selection automatically when workflows are renamed or updated, so we don’t have to manually re-save each workflow after every change.If this would save you time (and a bit of head-scratching 😅), please upvote! Would also love to hear how often this impacts your setup.

    0
    8 months ago
    Emily BernknopfNew Participant

    "Favorite" or "Star" Useful ArticlesSubmitted

    Hey team, I think it would great if we could favorite or star useful articles that we come back to time and time again. Right now, I’m having to save them all in a bookmark folder through my browser, but I want to be able to see my most frequented articles within the help center.Would be great to have it show frequently visited/recent articles too!Our customers would love this as well!Thanks!Emily

    0
    8 months ago
    Arynne HargreavesNew Participant

    Add temporary collaborators to an article.Submitted

    It would be great if we could add temporary collaborators to a document or project in Intercom as not all our colleagues have access to Intercom.Individual engineering or product team members work on a new feature / function which we then want to document.  Previously we would draft everything in our internal repository, however when copying over into IC, images, etc do not come over and have to be added back in manually. So currently we use the option to ‘publish internally’ (no collection / FIN turned off) which allows us to draft directly in Intercom and then provide our SME’s with a link to the draft copy for review. However, this then creates a feedback loop issue. For the reviewer they need to copy / paste or draft notes externally, etc…. It’s cumbersome and creates a bit of friction in the feedback process. Suggestion would be to offer the ability to give users a temporary collaborator link on a specific article url (could be used for other features as well) which then allows them to add comments / make edits (permission control option on link?) directly in the page.

    0
    8 months ago
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